Ideas & musings about consumer behaviour

Longitudinal study on needs-based selling in Australian contact centres

Global Reviews will release in the coming weeks a longitudinal study into the effectiveness of needs-based selling capability in Australian contact centres.

This report will:

  • Explore the links between needs-based selling and sales conversion, customer advocacy and employee engagement
  • Historical vs. current performance – trends over the last five years
  • Industry performance – a comparison of all the major industries against each other and insights as to why the difference
  • Best practice case studies.

Needs-Based Selling in Australian Contact Centres will be based on more than 40,000 real customer interactions over a five year period and will not only provide what is and has happened in the industry but insights on what companies need to do to dramatically improve.

For more information on the report or to express interest in purchasing a copy, please contact:

Leonardo Arantes


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